V2 & V3 - Access to products v2 & v3 unavailable (new occurrence)

Update timeline

1. investigating Dec 02, 2025, 10:37 AM UTC

   All applications (including API) are currently unavailable since 11:32 CET. Our teams are actively working on the issue. We will keep you updated.

2. monitoring Dec 02, 2025, 10:51 AM UTC

   Our teams have identified the root cause of the issue, and the fix is being applied. All our Applications are available since 11:48 CET. Please note that the eSignature will still experience some delay while we process the backlog accumulated during the outage. We will keep you updated as soon as everything is fully back to normal.

3. monitoring Dec 02, 2025, 10:53 AM UTC

   We are continuing to monitor for any further issues.

4. resolved Dec 02, 2025, 11:01 AM UTC

   All applications have been operational again since 11:51, and all pending eSignatures were fully processed by 11:53. The root cause of the second incident has been clearly identified. One of our datacenter servers experienced a failure. We performed an initial restart, and the datacenter technician - informed of the inaccessibility - initiated a second restart. The sequence of these actions caused a second incident immediately after the first. All services are now fully operational. We apologize for the impact this has had on your activity, and we will provide a full description of these events in the upcoming postmortem.

5. postmortem Dec 03, 2025, 09:13 AM UTC

   # Impact and Incident Resolution Report Dear Yousign users, On December 2nd, 2025, our services experienced two consecutive incidents impacting access to the Yousign platform and temporarily delaying signature processing. All services were fully restored at 11:53 CET. Below is a detailed explanation of the events and the actions being taken. ## Summary of the two incidents ### First Incident \(10:53 CET → 11:10 CET\) A hardware malfunction occurred on one of the components of our load balancing layer, responsible for directing incoming traffic to our application services. The component entered a fault state and shut down, causing a temporary interruption of access to the platform. It automatically restarted according to its configuration, and all application services were restored at 11:10 CET. ### Second Incident \(11:32 CET → 11:53 CET\) Immediately after the first recovery, we notified our infrastructure provider. During the provider's on-site verification of the faulty hardware, a manual reset was triggered on the same component, even though the services had already recovered. This second reset generated a new interruption between 11:32 CET and 11:45 CET, with signature delays fully resolved at 11:53 CET. ## Root Cause A hardware failure on a load balancing component within our datacenter. ## Next Actions Execution of an exceptional maintenance operation on Monday, December 8th, contributing to the ongoing reinforcement of our traffic management layer and its fault tolerance. Updated operational guidelines with our infrastructure provider to avoid unnecessary manual resets on recovered systems. Additional diagnostics and hardware-level actions to ensure long-term reliability. We sincerely apologize for the impact this incident may have had on your operations. Thank you for your understanding and continued trust in Yousign.